@article {1974661,
	title = {Comfort Your Online Customer: Quality, Trust and Loyalty on the Internet},
	journal = {Managing Service Quality},
	volume = {14},
	year = {2004},
	month = {2004},
	pages = {445-456},
	keywords = {OSU-Cascades, Supply Chain},
	author = {Ribbink,Dina and van Riel,A. C.R. and Liljander,V. and Streukens,S.}
}